Chen, RachelLawrences, Robinson2021-01-072021-01-072011-12Robinson, L. & Chen, R. (2011). Estimating the Implied Value of the Customer's Waiting Time. Manufacturing & Service Operations Management, 13(1), 53-57. https://doi.org/10.1287/msom.1100.0304https://doi.org/10.1287/msom.1100.0304http://hdl.handle.net/11603/20353Almost all research in appointment scheduling has focused on the trade-off between customer waiting times and server idle times. In this paper, we present an observation-based method for estimating the relative cost of the customer waiting time, which is a critical parameter for finding the optimal appointment schedule.en-USPublic Domain Mark 1.0service operationshealth-care managementText